Customer Support Engineer

Role overview Help customers solve technical problems while improving the support experience through engineering work, better tools, and clearer processes. The role combines customer casework with investigation and root-cause resolution, and includes ownership of a specific product area. You will work with customers, the wider community, and internal engineering and customer success teams.

Responsibilities - Resolve customer cases and respond to issues raised through other channels. - Help community members troubleshoot problems and understand available solutions. - Investigate issues to identify root causes and contribute engineering fixes. - Build and improve internal tools in collaboration with engineering teams. - Develop expertise in a product area and serve as its support point person. - Improve documentation, processes, and policies, and assist with enterprise customer requests.

Requirements - Frontend development experience; familiarity with React and Next.js is preferred. - Solid understanding of cloud services and serverless computing. - Ability to communicate clearly in writing and conversation and earn customer trust. - Interest in engineering durable solutions and investigating technical problems in depth. - Comfort working with a globally distributed remote team and taking part in weekend and on-call rotations. - Strong commitment to helping customers achieve their goals.

Nice to have Backend development experience, especially with Node.js; familiarity with CDNs, cloud infrastructure, monorepos, custom CI/CD pipelines, DNS, and incident management; or experience mentoring teammates. A Saturday-to-Tuesday schedule is also available at higher compensation.

Benefits and work setup The role is fully remote, with a global team. Listed benefits include stock options, healthcare coverage for U.S. employees, flexible paid time off, mentorship and learning opportunities, and equipment credit.